Mitel Releases Cloud-Based MiContact Center Live Service

Mitel has launched MiContact Center Live, a full-featured customer care platform delivered as a service via the cloud.

MiContact Center Live provides full multichannel support, allowing customers to interact with a business via their preferred method, including WebRTC for real-time chat via the Internet and social media channels such as Facebook and Twitter as well as traditional customer service channels such as phone, email and SMS text messaging.

MiContact Center Live provides full enterprise-class customer care solutions for businesses of any size. The cloud subscription model allows companies to quickly scale, supporting on-going growth and also enabling support for seasonal spikes in business. It virtually eliminates initial upfront investments and ensures that companies have the latest software and tools to provide the best customer service.

An advanced agent desktop brings communications from all channels together for a single unified agent experience to enable seamless customer service. The service integrates with CRM software such as salesforce.com and includes tools that enable agents to quickly escalate communications across media channels, based on the customer preference. It also includes outbound capabilities as well as call recording and screen recording for issue resolution and quality control purposes.

MiContact Center Live is built on the contact center platform from LiveOps. The highly scalable platform has processed more than one billion minutes of customer interactions and managed operations for the largest US-based contact center, supporting 20,000 home-based independent agents. Mitel complements the LiveOps platform to expand options for its customers, especially those seeking the business benefits offered by cloud communications.